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Technical Support Help Desk

Chicago, Illinois, United States
May 30, 2017

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Information Technology - QA Analyst/Tester

Solutions-oriented QA Analyst with a background in Desktop Support, with notable success in completing and supporting hardware and software rollouts and QA Testing initiatives in a broad range of corporate environments, while participating in planning, analysis and implementation of these initiatives in direct support of business objectives.

● Track record of increasing productivity, in areas of both Technical Support, and in QA Testing.

● Hands-on experience in supporting and installing a wide range of Windows based hardware and software platforms.

● Outstanding ability to multi-task, and to coordinate and prepare all phases of project-based efforts.


Certifications: CompTIA A+, Network +, CSTE

Platforms: Windows XP/Windows 7, Windows 8

Networking: TCP/IP, IPX/SPX, Ethernet

Tools: Ghostworks, HP Quality Center, Teamtrack. MS Visio

Languages: Oracle, SQL,


Bachelor of Science: Computer Science; DePaul University, Chicago, IL.

Associates in Data Processing; Truman College, Chicago, IL.

CompTIA Network+ Training - MicroTrain, Chicago, IL.


Jewish Federation of Metropolitan Chicago - Chicago, IL 01/15 - Present

Help Desk Contractor (Contract)

Responsible for the configuration, installation, and deployment of PCs, Surface tablets, laptops, and printers, within a Windows environment of over 300 users.

Re-images PC and Laptop equipment using ghost software, as needed..

Provided detailed Completion Report at the end of each installation.

Communicated and assisted with resolution of any reported issues.

Independent Contractor - Chicago, IL

Technical Specialist / Desktop Support

12/01 - 01/15

Provides hardware and software PC technical support, upgrades and installations within the Chicago land area.

Performs large scale hardware and software refreshes as needed.

WMS Gaming - Chicago, IL 10/12 - 12/13

QA Analyst (Contract)

Performed manual, and automated regressive testing in a Video Lottery Terminal environment

Submitted, tracked, and assisted with escalation any product issues found during testing to ensure that they were resolved.

Provided detailed Completion Report at the end of each project.

Communicated and assisted with resolution of all reported issues.

SPR Companies/TAP Group - Chicago, IL

QA Analyst (Contract)

05/12 - 10/12

Executed manual tests for Web, Facebook and mobile applications for S.E. Johnson, Flor and Ashford.

Prepared and executed test cases to test functionality for the accounting software upgrade to CDW's Order and Inventory Application

Performed configuration management for virtual machines used by the CDW testing team.

Reported and compared defects across browsers and operating systems

Freelance Contractor - Chicago, IL

Technical Specialist

3/11 - 5/12

Provided technical support to PC users within the Chicagoland area, consisting of installs, upgrades, and network administration.

Performed large scale hardware and software refreshes.

Operated major email migrations involving MS Outlook, Lotus Notes, and GroupWise software.

Automatic Data Processing - Elk Grove Village, IL

Quality Assurance Tester

8/07 - 3/11

Performed manual, functional, regression, and UAT testing of client specific custom objects.

Wrote and executed SQL queries involving multiple tables join to test backend functionality of application.

Performed data prep in test planning phase to setup data with various test scenarios.

Prepared and maintained documentation to support testing operations.

Logged defects with proper priorities and severities.

Participated in daily triage call during test execution phase.

Automatic Data Processing - Deerfield, IL

Database Technician (Contract) 9/06 - 07/07

Held responsibility for implementing, tracking, and loading SQL database changes for payroll benefits systems of various clients.

Used Windows Scheduler and Rexscripts to schedule jobs, create reports and backup or move database files as needed.

Played key role as liaison between Implementation Team and Data Center personnel.

Resolved connectivity, printing, hardware upgrade issues, and performing Blackberry configurations.

Held responsibility for resolving help desk tickets covering various technical support issues.

Re-imaged desktop PCs and laptops.

Configured Lotus Notes email accounts.

Technical Environment: Windows 2000, Active Directory services, VPN, Blackberry, Palm Pilots, Ghost, Anti-Virus and Spam filtering support, TCP/IP, Client Server Support, MS-Office, Outlook, RAS, Exchange Server 5.5

Goldberg, Kohn - Chicago, IL

Desktop/Help Desk Technician (contract)

2003 - 2005

Held responsibility for reviewing and resolving help desk issues involving Microsoft Office and Windows 2000/XP.

Resolved DocsOpen application issues.

Provided various hardware and software upgrades and problem resolutions.

Used proprietary software for tracking help desk tickets.

Performed Blackberry installations and configurations.

Installed Zen works on 100 plus PCs.

Reimaged laptops from Windows 2000 to XP using Zen works.

Technical Environment: Windows 2003 Server, Windows 2000 and XP, Office 2003, Docs Open, Blackberry

Employment Resource Center of Chicago - Chicago, IL

Technical Consultant, Level I/II/III Support

2001 - 2005

Held responsibility for LAN administration and phone/desktop support of networked PCs and email accounts within Windows, NT and XP environment.

Performed duties included managing of server and email accounts.

Installed Norton and McAfee anti-virus software.

Provided support and upgrades to Compaq, HP, and IBM desktops and printers and laptops, as well as supporting Office 2000, Corel, and Self-tutoring software, such as Skill check.

Trained incoming clients on MS Office and Internet email usage and configuration.

Technical Environment: Windows NT 4.0 domain controllers, XP, Windows2000, MS Exchange, TCP/IP, PC Anywhere

Chicago Convention & Tourism Bureau - Chicago, IL

Desktop/Network Support Technician, Level I/II (Contract)

2000 - 2001

Provided desktop and network support in Novell, Windows 98/NT environment.

Supported e-mail and provided troubleshoot for printing and networking issues.

Installed and performed upgrades on various hardware including Compaq, HP and IBM desktops, and laptops.

Performed upgrades to Outlook, Adobe Photoshop, and MS Office applications.

Technical Environment: Windows 98/ NT, MS Exchange, TCP/IP

Abbott Laboratories - North Chicago, IL

Network Analyst (Contract)

2000 - 2000

Assisted Network Analyst in monitoring, collecting and reporting on various network performance issues, working in Windows NT environment.

Analyzed firewall usage, WAN links, and miscellaneous reports.

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